Support Hero - DACH region

  • Agorapulse
  • Remote
  • Jul 08, 2021
Individual Contributor Full Time Customer Support Social Media Technical Support Remote - EU

Job Description

Full time remote anywhere in EU

YOUR MISSION

The Support Hero can be based anywhere in Europe.As a support Hero you provide assistance and technical support to Agorapulse clients in German and English. Support is provided by email or chat, and occasionally by video.


The working hours are 9am - 6pm CEST.
Please note: interviews will begin in the first week of August.


Job description :

  • Support prospects and customers in their understanding of how the product works. 
  • Listen to the customer and be responsive and, in the event of a problem or bug, you will be in charge of precisely identifying the problem and reporting it to the technical team.
  • Maintain deep expert product knowledge
  • Participate in support team meetings and help manage priorities for future technical and UX developments and improvements, based on user feedback.
  • Participate in the beta tests of the new functionalities of the platform.
  • Participate in the improvement of the Help Centre Articles and internal help material in German.

The Support Hero reports to the Customer Support Manager EU/EN and will work in coordination with many support agents located in Europe, Asia, and the Americas.

YOUR PROFILE

If you are the ideal candidate:

  • You are fluent in English, as well as German.
  • you will have customer satisfaction as your top priority.
  • You have a minimum of 2 years experience in a customer facing role. However a deep knowledge of SAAS tools and the customer support environment will be a significant advantage.
  • You are familiar with CRM tools like intercom.io, zendesk.com, etc.
  • You are comfortable working and learning remotely.
  • You have experience using asynchronous tools to communicate, like Slack.
  • You have impeccable communication skills.
  • You are obsessed with customer service.
  • You have strong organizational skills
  • You are goal- and results-driven
  • You have Experience in the social media industry (a big plus)
  • You are a strong team player but still a self-starter
  • You are able to work in a high energy, hyper-growth, startup environment
  • Eager to learn, adapt and perfect your work; you seek out help and put it to good use

If you value building amazing work relationships that will last a lifetime and if you seek a company that will nurture and grow your career in challenging new directions, you just may be a perfect fit.

WHY US?

Agorapulse is a human centric company with strong values (honesty, collaboration, reliability, excellence, passion and caring).
We believe that collective success is an integral part of the wellbeing of all in the workplace. Whatever the environment in which our employees work, we strive to offer them stimulating working conditions so they can give the best of themselves:

  • Remote anywhere in Europe (we also have a great office space in the heart of Paris),
  • Great atmosphere, retreats,
  • Motivating remuneration, benefits, 
  • Respect for work/life balance, 
  • Many paid vacation days and extra paid days.
  • Health insurance participation.
ABOUT US

Agorapulse is a leading Social Media Management platform that enables agencies, businesses and marketers to manage all their social media messages, schedule and publish content, identify key influencers, monitor social channels, and get stunning reports - all in one easy to use dashboard.With more than 7000 customers worldwide, Agorapulse is a profitable company consistently rated as a 'High Performer' by industry experts and customers alike.


WORKING AT AGORAPULSE: We’re a group of highly motivated, hard working individuals working out of 14 countries spanning 4 continents. Deriving happiness and joy from our work is part of our DNA and we strive as a company to empower our teammates to reach their professional AND personal goals. That said, we’re in it to win it in our space - it’s no accident that we’re ranked #1 in customer satisfaction. We’re nimble, we’re lean, and we’re humble - but we think and dream BIG. And while most of us work remotely, we foster and enjoy a culture where every colleague seems just a cubicle and click away.
Agorapulse is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Agorapulse is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.